ITIL

ITIL 1-0-1.... it's a set of books with guidelines and good practices on how to manage IT Service Management.

"ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries"

History of the Framework: It originated in the 1980's in the UK as part of a government initiative to improve the justification and validation of IT expenditure. As IT was mostly based on mainframe computing services, the books in the library (42 in total) seemed to be aiming at Data centre management.

However, because of the high level management activities discussed in the publications it is equally as valuable in other areas of the IT department.

As such we used the ITIL framework in its initial version until 2000 - or at least 12 of the books out of the library: the service support set and the service delivery set.

Because of this preference for these two sets, and many other reasons like the changing climate in the IT industry in general, the books where rewritten and consolidated into 9 new books. These books were published between 2000 (Service Support) and 2006 (the Business Perspective vol. 2).

While these books where being published, and companies started to implement these processes, IT Professionals where being trained and educated in the theory and implementation of the framework, a refresh project was started...

(more about this in lesson 2)

Ivanka Menken

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The Art of Service Pty Ltd

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